Plans and permissions:
- Add-on: Copilot, billed separately
- View the Copilot usage report: Admin or Manager role, or a custom role with Team performance set to Can view and export on the Report tab
- View a support team member’s Copilot usage on their scorecard: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards
Use the Copilot usage report to see how your support team uses Copilot. It answers questions like “Who uses Copilot the most?”, “Which Copilot features does our team use most?”, and “How is our usage changing over time?”.
To open it, go to Report > Team performance and select the Copilot usage tab.
Navigating the Copilot usage report
| Item | What it’s for |
|---|---|
| Date range | The period the report covers. Choose a preset or a custom range. |
| Table | Each support team member’s usage of each Copilot feature over the date range. Select a person to see only their usage in the charts. |
| Charts | Usage over time for each metric: for your whole team, or for the support team member you selected. |
| Download | Downloads the report’s data. |
To build your own reports in Zendesk, use the tags Assembled adds to tickets. See Usage tags in Zendesk.
See one support team member’s Copilot usage
You can also see a support team member’s Copilot usage on their Agent scorecard, with the same metrics, for that person only.
- Go to Report > Agent scorecard.
- Select the support team member.
- Select Copilot usage.
Copilot usage metrics
| Metric | What it counts |
|---|---|
| Total usage | The number of times the support team member used Copilot. |
| Replies drafted | The number of times the support team member used Copilot to help draft a customer reply. |
| Draft with note | The number of times the support team member used Copilot to draft a reply from their notes. |
| Replies drafted with agent guidance | The number of times the support team member added guidance to help Copilot draft a reply. See Agent guidance in Copilot. |
| Rephrase text | The number of times the support team member used Copilot to rephrase text in a reply. |
| Question & answer messages | The number of messages the support team member sent to Copilot to ask questions. |
| Wrap up cases | The number of times the support team member used Copilot to wrap up a case. |
| Initial greetings created | The number of times the support team member used Copilot to write an initial greeting. |
| Summaries created | The number of times the support team member used Copilot to summarize a case. |
| Feedback | The number of times the support team member rated Copilot’s replies as helpful or not helpful. |
To see how Copilot usage relates to your team’s performance, use the Copilot impact report.